Personal Lines Team Leader

3 weeks ago

Charlotte, United States Towne Family of Companies Full time
Primary Purpose:

The Personal Lines Team Leader for the bilingual team has supervisory responsibilities over an account manager team, which provides superior professional service and insurance solutions to new and existing clients.

Essential Responsibilities:

  • Answers telephone calls in Spanish/English from insured customers inquiring about endorsement requests, cancellations, remarkets/rewrites, claims, and other service inquiries.
  • Oversees delegation of duties within the assigned Personal Lines team.
  • Supervises and provides support to Personal Lines team members.
  • Plans and leads team meetings and participates in internal office meetings and training as a proactive contributor.
  • Performs audits and works with team members to ensure all procedures are followed as outlined in the Personal Lines Procedure Manual.
  • Assists Regional Leader with special projects and operational needs.
  • Provides input and recommendations to regional leadership to solve operational issues.
  • Answers telephone calls from insured customers and enquires about endorsement requests, cancellations, remarkets/rewrites, claims, and other service inquiries.
  • Utilizes refined sales and customer service skills to listen effectively, build rapport, develop needs, provide solutions, and improve client policy retention.
  • Processes policy transactions according to company procedures.
  • Follows all procedures as outlined in the Personal Lines Procedure Manual.
  • Effectively utilizes selected third-party systems for customer handling (e.g., carrier sites, Applied Epic).
  • Effectively manages an appropriate volume of Personal Lines accounts as determined by regional leadership.
  • Ensures client and policy information is current in the Epic system and all required documentation procedures are completed.
  • Maintain active P & C License status and increase insurance knowledge by attending carrier meetings and continuing education classes.
  • Assists other team members as needed using judgment and discretion.
  • Handles other duties as assigned.
  • Obeys all applicable federal laws, rules, and regulations relating to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA).

Minimum Required Skills & Competencies:

  • Fluency in both English and Spanish
  • Must have an active P & C License.
  • Able to work independently or in a team environment as the situation dictates.
  • Minimum eight years of experience in a P & C Account Manager or equivalent role.
  • Excellent oral and written communication skills.
  • Strong attention to detail.
  • Must be dependable, reliable, and punctual.
  • Strong call management skills, including active listening and speaking clearly.
  • Basic computer skills, including adapting to third-party systems and software applications.
  • Ability to work well independently and as part of a team.

Desired Skills & Competencies:

  • Previous experience with insurance software and related systems.
  • Previous experience with or training in Microsoft Office products.
  • Experience with agency management systems, preferably Applied Epic.
  • Strong problem-solving skills.
  • Ten or more years of insurance industry experience.
  • AAI, CIC, ACSR, CPCU and/or P & C industry designations preferred.

Physical Requirements:

  • Express or exchange ideas using the spoken word via email and verbally.
  • Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
  • Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
  • Not substantially exposed to adverse environmental conditions.
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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